Customer Love Tooling Specialist

We’re looking for someone who is curious, detail-obsessed, and excited by the idea of building tools and processes that make life easier for both our team and our customers. You’ll play a key role behind the scenes, shaping the systems, workflows, and content that power our customer support, from improving automation and refining the output of our AI tools, to building out our Help Centre and digging into data to uncover new opportunities.

Requirements

• Take ownership of continuously improving Fin’s performance, ensuring responses are accurate, engaging, and feel human.
• Manage all aspects of our Help Centre to ensure our customers have access to clear, up-to-date information about everything to do with Butternut and Marro.
• Produce regular reports to track performance metrics of our tools, identify trends, and uncover areas for improvement.
• Represent Customer Love as a key voice within Product Engineering discussions.
• Take ownership of customer satisfaction (CSAT) across both our AI tool and Customer Love team.
• Carry out regular quality assurance (QA) reviews to uphold consistency, accuracy, and warmth in customer interactions.
• Act as the main point of contact with Intercom, troubleshooting issues, attending meetings with our Intercom Account Manager, and exploring new features.

Benefits

• Equity option package
• 25 days holiday (plus 8 bank holidays), 5 paws days and an additional day every year of service
• £500 personal learning & development budget
• Butternut Box / Marro employee discount
• Subsidised Private Medical Insurance with Vitality
• Enhanced parental leave (52 weeks’ maternity leave inclusive of 26 weeks fully paid and 6 weeks fully paid paternity/secondary leave)
• Cycle to work scheme
• Flexible working with hybrid remote working
• Team socials, plus company-wide summer and winter parties